Client Onboarding Specialist, MirrorWeb

• 2+ years of experience in SaaS customer onboarding, implementation or technical account management
• Proven ability to manage multiple concurrent projects while maintaining quality and meeting deadlines
• Strong judgment in high-stakes environments where trust matters (regulated, risk-sensitive, security-oriented, or mission-critical contexts are a plus)
• Excellent written and verbal communication skills with the ability to translate technical requirements into clear, actionable plans for both technical and non-technical audiences
• Experience creating and executing implementation plans, including requirements gathering and stakeholder coordination
• Demonstrated organizational skills with self-discipline and motivation on performance-related targets. Desire to learn and grow in your role
• Bias to action and follow-through: you don't let important work stall

Desirable

• They’re about building a platform that compliance leaders can stand behind in audits and regulatory scrutiny, while helping them modernize without increasing risk
• In this role, you will own the critical first 90 days of the customer lifecycle. When customers are onboarded smoothly, they expand and stay
• When onboarding stumbles, they become ongoing support burdens or churn
• You'll directly impact customer retention, product adoption, and our ability to scale new customer acquisition - helping MirrorWeb scale the supervision platform that turns compliance into a competitive advantage, not an operational bottleneck
• As a Client Onboarding Specialist at MirrorWeb, you will be responsible for organizing and implementing new clients onto our platform
• You'll play a pivotal role in the customer's journey during the first 90 days after contract signature, working with autonomy to manage multiple concurrent implementations while maintaining quality and meeting deadlines
• You'll spend most of your time coordinating compliance requirements, delivering training sessions, and ensuring successful handoffs to Account Management and Customer Success Team
• Own your assigned client onboardings end-to-end: define the problem, propose options, drive decisions, execute to measurable outcomes
• Build work that holds up in a trust-first environment: reliability, defensibility, and auditability matter here
• Partner with Engineering, Customer Success, and Account Management to deliver outcomes that scale without chaos
• Operate with a "signal over noise" mindset—prioritize what moves the business and customers forward
• Raise the bar: improve the quality of customer outcomes
• Communicate clearly and close loops—especially across a distributed team (Austin ↔ Manchester)
• Contribute to a culture of ownership: when something breaks, we fix it
• Support clients through the onboarding process, from contract signature through to a go-live status and handoff to Customer Success & Account Management
• Understand the differences between our platform requirements and capabilities and align this with the specific compliance requirements for the client
• Communicate and document the necessary onboarding requirements of each client and provide an onboarding plan on this basis
• Maintain up-to-date records of client onboarding progress via our internal CRM
• Deliver training sessions for clients appropriate to their needs; understand how different channels (such as email, social media and SMS archiving) are managed during the onboarding process and communicate clearly with the customer
• Walk clients through use-case queries and communicate efficiently during problem-solving scenarios
• Proactively assess and validate client needs on an ongoing basis, evolving our knowledge of our clients and communicating this internally to your peers and superiors
• Contribute to process improvements and documentation to continuously enhance the onboarding experience
• What success looks like in 6–12 months:
• Build customer confidence and trust during the critical first 90 days, delivering training and setup that enables clients to scale supervision without operational chaos
• Establish yourself as the go-to resource for complex multi-channel implementations (email, mobile, collaboration tools), proactively identifying and resolving technical blockers before they impact timelines